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Copyright Comarch 2011
How to improve customer experience with a self-organizing network
Lukasz Mendyk
OSS Product Manager, Comarch
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Agenda
• Introduction
• Self-Organizing Network and Customer Experience
• What are the challenges?
• Cell Outage Compensation example
• Architecture
• How to employ „Plug & Play” for improving CE
• Leveraging „Self-Optimizing” SON function
• How to employ self-healing
• How to gain trust in automation
• Conclusions
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Customer Experience
• According to Yankee Group’s report „Delivering a World-Class Customer Experience” there are 4 dimensions of customer experience:
– Company and brand
– Products and services
– Channel
– Delivery and operations• Does the product work anywhere, anytime?
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Customer Experience - Self-Organizing Network
• A congested network leads to poor customer experience
• LTE is a „better network” - an anticipated remedy in mobile networks
• LTE – huge investments – a need to „kill two birds with one stone” – OPEX reduction
• OPEX reduction by shifting from network management towards a Self-Organizing Network– Automation is key
• Self-Organizing Network goals:– A direct goal – cost reduction by leveraging automation, reducing
costs related to human work– Customer Experience – can this be the ultimate goal?
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What are the challenges?
• Translating „better network” to „better customer experience”
• Self-Organizing Network needs a „good driver” – proper metrics– Improving technical parameters IS NOT a goal in itself– Improving Customer Experience IS
• SON – means „autonomy for network management”
• How to control SON so that it is in line with the business goal?
• Gaining trust in automation, tuning ability
• Step-by step implementation
• Multi-vendor, multi-domain support
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Using the right criteria - example
• „Better network” vs. „better customer experience”
• Technical parameter optimization may not be the right criterion
• The right approach is optimization based on the final goal (not intermediary ones) Let’s see the obtained results based on different criteria– Cell Outage Compensation – SON function – an example
scenario
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Cell Outage Compensation - example
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Cell Outage Compensation - example
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Cell Outage Compensation - example
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Cell Outage Compensation - example
• Compensation is based on the „borrowing resources” effect
• Network-centric implementation may cause the high priority cell (airport cell) service level to be degraded by the compensation mechanism
• A need for business goal control
• What is the true goal of Cell Outage Compensation:– NO – bringing the coverage back– YES – a maximum service level which can be provided using
limited resources
• Criteria: summary service level after compensation must be „>” than the one just after an outage
• If not – the compensation scenario should be discarded
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Lessons learned
• SON must be driven by customer service criteria and metrics
• Technical parameter optimization itself can’t be a SON goal
• A holistic view of the network is needed to avoid a „local optimization” problem
• A holistic view means– both service and network (resource) view of the network
• To translate service criteria onto network requirements
• To calculate the impact of network optimization on services
– horizontally the end-to-end view means a multi-domain, multi-vendor view of the network
• To have a summary effect of network reconfiguration
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Self-Organizing Network – the architecture
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Plug & Play and Customer Experience
• Plug & Play – direct goals:– new NEs should self-configure and self-optimize and be
operational directly after being „plugged-in”– cost reduction– speeding up the process of network extension
• Plug & Play – Customer Experience– improving network support for customer services– quicker network extension – faster reaction to changing customer
demands
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Plug & Play and Customer Experience
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Plug & Play and Customer Experience
1) Define service criteria (a rock concert)
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Plug & Play and Customer Experience
2) Initial network planning
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Plug & Play and Customer Experience
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Plug & Play and Customer Experience
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Plug & Play and Customer Experience
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Plug & Play and Customer Experience
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Self-Optimizing and Customer Experience
• Self-Optimizing – direct goals:– automating network configuration tuning process– no need for manual changes of technical parameters– cost reduction
• Self-Optimizing– Customer Experience– optimizing network support for customer services– automated network adjustments, according to changing customer
service requirements
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Self-Optimizing and Customer Experience
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Self-Optimizing and Customer Experience1) Collect network
KPIs
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Self-Optimizing and Customer Experience
2) Calculate impact on the customer - KQIs
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Self-Optimizing and Customer Experience
3) Identify bottlenecks
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Self-Optimizing and Customer Experience
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Self-Optimizing and Customer Experience
4) Verify optimization
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Self-healing and Customer Experience
• Self-healing – direct goals:– automating outage detection and problem resolution– no need for human intervention– cost reduction
• Self-healing– Customer Experience– Minimizing impact on customer services
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Self-healing and Customer Experience
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Self-healing and Customer Experience
1) Collecting alarms
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Self-healing and Customer Experience
2) Calculating impact on customer services
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Self-healing and Customer Experience
3) Root cause analyses and prioritization
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Self-healing and Customer Experience
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How to gain trust in automation
• Step-by-step implementation
- using the existing OSS systems in a novel way
• Gaining trust
- manual, semi-automated, automated processes
- measuring the effectiveness of automation routines
- controlling automation via defined KPIs
- tuning capabilities
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How to gain trust in automation
• A simple example for self-healing (self-diagnosing):
- root cause analysis (FM) at the beginning – just a hint for an operator to make a final decision
- based on KPIs, if „hints” are always correct for the defined circumstances – an automated rule can trigger a defined correction action
- using KPIs for verification if automated routines need manual corrections -> rule tuning
- step-by-step replacement of manual processing of tasks with automated routines
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Conclusions
• Self-Organizing Network - an automation which can help improve customer experience
• Appropriate metrics and goals for automated routines are essential
• Technical parameters vs. customer experience driven metrics
• Comprehensive view of the network comprising both resources and services is crucial
• Leveraging the existing OSS ecosystem guarantees step by step implementation and gaining trust in automation
• Controlling and tuning automation via KPIs is a necessity